Whitelist an IP address
Go to Security > IP access, select the Whitelisted IPs tab and select Whitelist an IP. Enter an address or CIDR range, a name and tags, then select Add to whitelist. A whitelisted address is never blocked, even if it has a block. Use the tags under Whitelist tags in Logs to include or hide that traffic.
Before you start
Section titled “Before you start”Use this guide to record the addresses you trust, such as your office, your team and your partners, so their traffic is easy to recognize. A whitelisted address is never blocked on any agent, even if it already has a block. A custom workflow that suspends shoppers can still end a chat from a whitelisted address, but it doesn’t block the address. Tags on whitelist entries let you include or hide that traffic in Logs, for example to keep your team’s testing out of the numbers.
The IP access screens are part of the Webscale AI console. The AI Shopping Assistant app from the Shopify App Store doesn’t include them.
Whitelist an IP address
- Go to Security > IP access, select the Whitelisted IPs tab and select Whitelist an IP.
- Under IP address or range, enter one address or a CIDR range such as 198.51.100.0/24.
- Give it a Name and Tags. Tags let you include or hide this traffic in Logs.
- Select Add to whitelist. The entry appears in Whitelisted IPs for every agent on the account.
- Go to Security > IP access and select the Whitelisted IPs tab.
- Select Whitelist an IP.
- Under IP address or range, enter an IPv4 or IPv6 address, or a CIDR range such as 198.51.100.0/24.
- Under Name, say who or what the address belongs to, for example QA laptop. Up to 100 characters.
- Under Tags, type a tag and press Enter or a comma, for example qa or office. Up to 20 tags of 32 characters each.
- Optional: add a Note.
- Select Add to whitelist.
Check that it worked
Section titled “Check that it worked”The entry appears in Whitelisted IPs with its name and tags. A range shows the RANGE badge. Then go to Assistant > Logs, open Whitelist tags and set your tag to Exclude: messages from that address no longer appear.
Troubleshooting
Section titled “Troubleshooting”| Problem | Fix |
|---|---|
| “is already whitelisted” | The address or range is already on the list. Search for it and edit that entry instead |
| The range is rejected | Start the range on its boundary, for example 10.0.0.0/24 rather than 10.0.0.5/24 |
| Your tag doesn’t appear under Whitelist tags in Logs | Check the tag on the entry in Whitelisted IPs. Tags come from whitelist entries only |
| To remove an entry | Select the trash icon on its row, then confirm Remove in the Remove from whitelist dialog. The change applies to every agent |
Frequently asked questions
- Can I whitelist a range of addresses?
- Yes. Enter a CIDR range such as 198.51.100.0/24. The range must start on its boundary: 10.0.0.0/24 works, 10.0.0.5/24 doesn't.
- Does a whitelist entry apply to one agent?
- No. A whitelist entry applies to every agent on the account.
- What happens to an address that is whitelisted and also blocked?
- The whitelist wins. The assistant doesn't enforce the block, so shoppers from that address can chat. The block stays under Blocked IPs until you lift or remove it. A new whitelist entry can take up to a minute to apply.
- Does a custom workflow that suspends shoppers block a whitelisted address?
- No. The workflow still shows its message and ends that chat, but it doesn't block the address or record a block.
- How do I hide my team's testing from Logs?
- Tag your team's addresses, for example qa. In Logs, open Whitelist tags and set the tag to Exclude. Include shows only traffic from addresses with that tag.